Venique Villafan
Bridgeview,IL
Summary
Led initiatives in a dynamic setting to enhance customer service and multitasking capabilities. Fostered team collaboration that resulted in increased productivity levels. Achieved exceptional accuracy in audit processes, consistently scoring 90% or higher.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Manager
BMO Bank
Chicago, IL
04.2024 - Current
- Directed daily operations of a high-traffic bank branch, ensuring excellence in customer service and sales performance.
- Drove 120% increase in branch profitability through strategic cost management and revenue generation initiatives.
- Directed a team of 6 employees, delivering guidance, training, and performance evaluations to enhance productivity.
- Spearheaded implementation of new customer relationship management system to enhance efficiency in managing customer inquiries and complaints.
- Spearheaded development and execution of marketing campaigns, driving a 50% increase in new account openings.
- Facilitated team meetings to clarify goals and objectives. Supported collaboration among team members to enhance productivity.
- Established performance metrics and tracking systems to enhance assessment of individual and team performance.
- Facilitated mentorship and coaching for team members, enhancing career development and fostering a supportive work environment.
- Oversaw DuPage County tax collection across three distinct markets, ensuring compliance and accuracy.
CSR supervisor
Fifth Third Bank
Chicago, IL
12.2018 - 04.2024
- Processed daily cash transactions including deposits, withdrawals, mortgage payments, auto loan payments, cashier checks, cash advances, and safety deposit box access. Assisted customers in identifying banking benefits tailored to their essential needs. Managed bank vault balance and coordinated cash shipping and receiving inventory.
- Directed a team of 3 customer service representatives, delivering guidance and support to enhance customer satisfaction.
- Designed and executed a comprehensive training program for customer service team.
- Guided and developed team members in effective communication techniques, conflict resolution, and problem-solving skills.
- Oversaw resolution of escalated customer issues with urgency and effectiveness.
- Oversaw shift scheduling to ensure optimal coverage during peak hours and enhance productivity.
- Facilitated recruitment initiatives by screening resumes, conducting interviews, and providing hiring recommendations.
Secretary/Teacher Aid
Delano Edwards School
Chicago, IL
12.2014 - 06.2016
- Assisted students with academic assignments. Supported teachers in grading homework. Performed various office tasks including filing documents and answering phone calls.
- Collaborated with lead teacher to design and execute comprehensive lesson plans across multiple subjects.
- Oversaw classroom behavior and fostered a positive learning environment.
- Facilitated collaboration among educators and staff to design tailored Individualized Education Plans (IEPs) for students.
- Oversaw student activities during recess and non-instructional periods to ensure safety and engagement.
- Ensured accuracy in maintaining student attendance, grades, and behavioral incident records in compliance with school policies.
- Exemplified professionalism and respect, serving as a positive role model for students.
Education
High School Diploma -
Benito Juarez
Chicago, ILSkills
- Enhanced project outcomes by leveraging advanced Excel skills for data analysis Achieved improved efficiency in data management through the creation of dynamic spreadsheets Facilitated informed decision-making by providing accurate and timely Excel reports
- Analyzed expenditures and developed cost management plans to ensure fiscal responsibility
- Achieved improved employee performance through effective training programs Enhanced team productivity by implementing tailored development initiatives Fostered a culture of continuous learning and professional growth within the organization
- Managed customer interactions to ensure a positive experience and foster long-term relationships
- Achieved improved project outcomes through proficient use of Excel and Microsoft Office tools Enhanced team productivity by implementing best practices in data analysis and reporting Delivered high-quality documentation and presentations that facilitated informed decision-making
- Evaluated service processes through systematic audits to identify areas for improvement and optimization
Certification
- CNP - Certified Notary Public
Timeline
Service Manager
BMO Bank
04.2024 - Current
CSR supervisor
Fifth Third Bank
12.2018 - 04.2024
Secretary/Teacher Aid
Delano Edwards School
12.2014 - 06.2016
High School Diploma -
Benito Juarez